Procedure - managing BPS Inbox

Contents

1. Description
2. Tasks

1. Description:
Follow this procedure for processing emails received in the BPS Inbox.

2. Tasks:
1. Delete Emails that require no action or file reports
1.1 Review the emails in inbox and use the below table as a guide

 

Sender	Action/ Where to file the email
NOC Change Management Resource Planning Kenan FX Owner	Delete
Control-M Production	Move to Customer Communications Error Report 399 in BPS. This sits under the REPORTS AND REPORTING folder.  No other actions are required.
MELSISQLVSP1	Move to RCT Reports folder. This sits under the REPORTS AND REPORTING folder.  No other actions are required.
Agent	Review email and reply to Agent once you have investigated the enquiry
Help Desk- technical case	Review email to confirm this relating to a tech support case and forward this to [e-mail]

2. Help Desk Emails

2.1 These emails could be from Telstra or customers who either have an open BPS case or a previously closed BPS or Fault case. 
2.2 Using the details in the email (eg customer name, email received from, phone number):

• if the email is associated to a open/recently resolved BPS case - proceed to step 3
• if the email is associated to an open/recently resolved/closed Tech case – proceed to step 4

3. BPS Case emails
3.1. Download the email from Outlook. 

• Click on the three dots highlighted below, then click Save. This should be saved into your Downloads folder.

 

3.2. Open the associated ticket in Zendesk and attach the email.

• Go to Customer Account - Notes and Attachments - Add Note

• Select Choose File
  • In the dialogue box that appears, select the email that you have just saved from the Downloads folder and click Open

 

• The email will now be attached to the ticket and click Submit

•  You will see it in the list of attachments

 

3.3 Update the Zendesk internal note as below.

• DD/MM/YYYY- Please see (customer/TW) email received to the BPS Inbox incorrectly, attached to Zendesk ticket - received DD/MM
• EMAIL SUBJECT: 
• EMAIL CONTENT: 
• FUD: DD/MM

3.4 Update the Zendesk ticket follow-up date to be the next business day.

Procedure - create a task in Zendesk

4. Emails for Fault Cases
4.1 Simply forward these emails to the Tech Squad Inbox [e-mail].
 
5. Emails from Agents

5.1. You will need to investigate the enquiry.

5.2. A lot of these will come from agents who work in the escalated billing team. The requests this team will often be handling are related to disconnecting customers who are overdue as the collections process has not worked. For these you would simply raise a disconnect for ASAP onto the account and MESH.

5.3. Emails can also come from escalated billing to complete orders that may have been pending for a long period of time (eg 50 days or more).

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